The Zappos Experience

What Is A Persona And What Does It Have To Do With Customer Journey Mapping?

In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.

Patiently Seeking Input to Guide Service Experience Design

Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.

McDonald‘s Experience of the Future & Your Keys to Outstanding Experience Design

In this week's episode, Dr. Michelli discusses the phases of experience design...

If Only Someone Had Told Me Sooner!

Dr. Michelli discusses life lessons people wish they knew earlier...

Branded Customer Experience Delivery

In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...

Catching Great Leadership Skills

Dr. Michelli discusses a business leader who unites, empowers, and transforms...

So Many Customer Experience Lessons – So Little Time!

In this week's episode, Dr. Michelli discusses three recent news events that pertain to customer experience...

From Customer Journey Map to an Optimal Customer Journey Road Map

In this week's episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts...

Customer Journey Mapping and the Road Beyond

Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts...

No Joke! The Role of Humor in Customer Experience